Help

Summary

1.         Login

2.         Internet Password Creation

3.         My Folder

4.         My Profile

5. Request for occasional transportation for Montreal and Metropolitan trip

6.         Reservation Confirmation

7.         Trips Overview: My schedule for the next 7 days

8.         Request for regular transportation (10 to 15 days process)

9.         My Regular transportation schedule

10.   Requests for trips in process

Login

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What is my FILE NUMBER?

The file number is your Transport adapté’s customer number.

What is my PASSWORD?

• On your first visit:
  It is the initial password of 4 numeral digits to access the telephone automated system as provided by the Transport adapté’s customer Service.
• On your future visits:
  Use the Internet password you've created on your first visit. The Internet password must contain 8 characters including at least one numeral digit.

What if I forgot my password?

If you have your file number and the email registered to your file, you can reset your password online by clicking on Forgot my password at the login page. Once you have sent your request, you will receive an email with the instructions to follow.

If you have forgotten your registered email, please contact Customer service by phone at 514-280-8211 option 4 by emailing the following address: transport.adapte@stm.info

Tip:

If you check the Remember my file number checkbox, you will not have to re-enter your file number at each visit.

Internet Password Creation

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What is my FILE NUMBER?

The file number is your Transport adapté’s customer number.

What is my INITIAL PASSWORD?

It is the initial password of 4 numeral digits to access the telephone automated system as provided by the Transport adapté’s customer Service.

Why do I have to create an INTERNET PASSWORD?

This new password offers more protection to your transportation file. It must be an 8-character password including at least one numeral digit. For instance: welcome9.

Why do I have to RETYPE MY INTERNET PASSWORD?

It helps to avoid typing errors that could make it impossible to access the website on future visits.

My Folder

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MY FOLDER page is the website’s homepage. This page has six sections:

1. MY PROFILE provides information about your client file at Transport adapté.
2. REQUEST FOR OCCASIONAL TRANSPORTATION offers you the opportunity to make a reservation for occasional trips online. Which is a trip that occurs only once on a given day.
3. TRIPS OVERVIEW: MY SCHEDULE FOR THE NEXT 7 DAYS shows you the dates, within the next 7 days, for which you have one or more confirmed trips. The list includes all of your occasional and regular confirmed trips.
4. REQUEST FOR REGULAR TRANSPORTATION allows you to send a reservation request for regular trips online. This action does not confirm the trips.
5. MY REGULAR TRANSPORTATION SCHEDULE shows you the days (Monday to Sunday), for which you have a scheduled regular transportation. Which is a trip that is taken at least every two weeks and is repeated at the same times and between the same destinations for a minimum of 4 consecutive weeks.
6. REQUEST FOR TRIPS IN PROCESS shows you the days (Monday to Sunday) for which you have made a reservation request for regular transportation or a request for an occasional metropolitan trip. These requests are pending until they are processed and confirmed by transport adapté.

To access any of these six sections, click on the "+" and "-" icons nearby the section names.

My Profile

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My profile contains:

1. File number
2. Home address
3. Home phone number
4. Cell phone number
5. Authorized mobility aids
6. Authorized companions
7. Email address

8. Modification of password, Update my profile and mobility aids and Request my trip history.

TO CHANGE ANY OF THESEs INFORMATIONS, contact Customer Service by calling 514 280-8211 option 4 or by email: transport.adapte@stm.info

Request for occasional transportation for Montreal or a Metropolitan trip

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This page offers you the opportunity to make a reservation for occasional trips online. You can request a one-way trip or a round-trip. You can make a reservation from 7 a.m. to 9:00 p.m. Please note, to reserve any transportation for the next day, the reservation must be completed by 9 p.m. the day before for a trip in Montréal and by 12:00 p.m. (noon) the day before for a metropolitan trip.

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In the WHEN section, you must indicate: 

1. The SCHEDULE DATE is the date of your trip. Click on the arrow at the end of the line to choose among available dates within the next 7 days.
   
2. The TYPE of the trip:

a)    For one-way trip only, click on the arrow at the end of the line to choose between a One-way trip based on the arrival time at your destination and One-way trip based on the departure time from your starting point.

Example 1: You want to go to the movie theater for the 3 p.m. show, a trip based on the arrival time would be a wise choice.

Example 2: After your baseball game, you will be ready to leave at 8 p.m. You would rather choose a trip based on the departure time.

b)    For round-trip, you do not have to select the TYPE, "round-trip" is displayed by default.

3. The REQUESTED ARRIVAL TIME indicates that you have chosen a trip based on the arrival time at your destination. If you have selected a round-trip the requested arrival time is the time for which you want to arrive to your destination.
   
   

You must enter the desired time and minutes in this field using the 24-hour format [HH:MM].

Example 1: If you want to arrive at the doctor at 9 o’clock in the morning, you must enter "09:00".

Example 2: If you want to arrive at the cinema at 9 o'clock in the evening, you must enter "21:00".

Example 3: After a show at the Bell Center, if you want to arrive at your home at 45 past midnight, you must enter "00:45".
The next day will appear in red on the right next to the requested arrival time to indicate that the return will take place after midnight, the day after the requested date.

4. The REQUESTED DEPARTURE TIME indicates that you have chosen a trip based on the departure time from your starting point. If you have selected a round-trip the requested departure time is the time for which you want to leave to return to your starting point.

As for the requested arrival time, you must enter the desired time and minutes in this field using the 24-hour format [HH:MM].

In the WHERE section, you must indicate:

1. The DEPARTURE ADDRESS by clicking on the arrow at the end of the line to select a TYPE OF ADDRESS in the list. Then choose the TYPE OF ADDRESS you want by selecting it. For example: HOTELS, PARCS…
2. Then, CHOOSE AN ADDRESS by clicking on the arrow at the end of the line to obtain the list of available addresses. Then select the address you want by clicking on it. For example: FLEURY HOSPITAL.
3. The DESTINATION ADDRESS by clicking on the arrow at the end of the line to select a TYPE OF ADDRESS in the list. Then choose the TYPE OF ADDRESS you want by selecting it. For example: HOTELS, PARCS…
4. Then, CHOOSE AN ADDRESS by clicking on the arrow at the end of the line to obtain the list of available addresses. Then select the address you want by clicking on it. For example: FLEURY HOSPITAL.
5. For pick-up and drop-off addresses, you can ADD INFORMATION FOR THE ADDRESS by clicking the button. This optional feature allows you to notify Transport adapté of any specifics related to your pick-up or drop-off at a specific address to help them find the location. Check the TEMPORARY box if you want the information to apply to only that trip. Otherwise, it will automatically be saved to your file and applied to all future trips to that address.

Tips:

1. In the "TYPE OF ADDRESS" list, the "SEARCH ADDRESSES" choice allows you to search for a new civic address on the island of Montreal or off the island of Montréal (metropolitan) where you want to travel for the very first time.

You must register a civic number and a street name to start the search. Then, select the desired address from the list of addresses found.

Warning: The street name must contain only the name of the street, do not enter the type of street such as "street", "boulevard", "avenue", "chemin", etc.

Tip: To make sure the chosen address matches the desired address, you can click on the "Google Maps" icon to view the address on the map.

Please note: Once a first booking has been made for this new address, it will end up in your "HISTORY ADDRESSES..." list for quick selection on subsequent bookings.

2. In the TYPE OF ADDRESS list, the HOME AND FAVORITES choice contains your home address and your preferred addresses.

3. In the TYPE OF ADDRESS list, the HISTORY ADDRESSES AND PREVIOUSLY USED ADDRESSES choices contain all your "from" and "to" addresses previously used.

If you wish to add new addresses to your preferred list, contact the Reservation center by telephone at 514 280-8211 option 1 or by email:  adresses.favorites@stm.info

In the MOBILITY AID section, you must choose the mobility aid you will use during your requested transportation by checking the checkbox.

In the TRAVEL COMPANION section:

The NUMBER OF COMPANIONS shows if you are authorized or not to be escorted during your transportation.

The NUMBER OF CHILDREN information is in accordance with the information contained in your Transport adapté’s client file.

For further information, please:

1.     Refer to The Transport adapté’s handbook for customers by clicking on the following link:  https://www.stm.info/en/paratransit/about-paratransit/transport-adaptes-handbook-customers

2.     Contact Customer service by calling 514 280-8211 option 4 or by email: transport.adapte@stm.info

Reservation Confirmation

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Montreal Trip

Once your reservation requests is accepted, a RESERVATION CONFIRMATION page opens and displays the following information:

1. The date of confirmed trip.
2. The Confirmed time at which you must be ready to board the vehicle. The vehicle will arrive within the next 30 minutes. 
3. The Pick-up address is the pick-up point.
4. The Drop-off address is the drop-off point.
5. The Requested mobility aid you have chosen for this specific trip.
6. The number of Companion, children and parents you have requested and for which you are authorized according to your Transport adapté’s file.
7. The Requested time based on Departure from origin and/or on Arrival to destination.
8. The Action you can make, whether cancel or modify your request.

Tip: For public places, pick-up and drop-off points are specified.

Metropolitan Trip

The date of confirmed trip.

1. The Pick-up address is the pick-up point.
2. The Drop-off address is the drop-off point.
3. The Requested mobility aid you have chosen for this specific trip.
4. The number of Companion, children and parents you have requested and for which you are authorized according to your Transport adapté’s file.
5. The Requested time based on Departure from origin and/or on Arrival to destination.
6. The Action you can make, whether cancel or modify your request.

Note: The confirmation will be available within the next 48 hours in the section: Trips overview : My schedule for the next 7 days.

Trips overview: My schedule for the next 7 days

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This section shows the list of your scheduled occasional and regular transportations for the next 7 days.

The following information is given for each trip:

1. The Confirmed time at which you must be ready to board the vehicle. The vehicle will arrive within the next 30 minutes.
2. The Status indicates whether your trip is confirmed, cancelled, or suspended.
3. The Pick-up address is the pick-up point.
4. The Drop-off address is the drop-off point.
5. The Requested mobility aid you have chosen for this specify trip.
6. The number of Companion, children and parents you have requested and for which you are authorized according to your Transport adapté’s file.
7. The Requested time based on Departure from origin and/or on Arrival to destination.
8. The Action you can make, whether cancel the trip or report a delay on the day of the trip.

To permanently cancel a confirmed trip, you must:

1. Click on the day of the trip you want to cancel.
2. Then click on the Cancel trip link at the end of the line, right below the Action link.
3. You will be redirected to a new page entitled Cancel trip confirmation.

4.    On the Cancel trip confirmation page:

a)    If you click on the “YES” button, you will permanently cancel that trip. You will then return to the homepage My folder. You may then cancel permanently your return trip as well following the same steps.

b)    If you click on the “NO” button, your trip will not be cancelled. Exit the page, by clicking on the Back to my folder link. You will then return to the homepage MY FOLDER.

c) You can also cancel your confirmed trips in the next seven days by clicking on the ‟Cancel trips by batch” trash can icon and selecting the trips to cancel by clicking on each box or on the Date box to cancel everything.

Then click on the link Permanently cancel selected trips? YES or No.

This brings you to a new page called ‟Cancel trips by batch.” Check YES to permanently cancel these trips. A message appears indicating that the trips have been cancelled successfully

To report a late arrival of the vehicle on the day of your trip:

We are committed to picking you up within 30 minutes of the confirmed time for boarding. Once that 30-minute window for arrival has run out, you can report a delay by using SIRTA:

1.     Click on the day for which you want to report a delay on your trip (must be today).

2.     Then click on the Report a delay link at the end of the line, right below the Action link for the current trip.

3. You will be redirected to a new page entitled Delayed trip.
4. A message will let you know if the delay has been reported.
5. Exit the page, by clicking on the Back to my folder link. You will then return to the homepage MY FOLDER.

Request for regular transportation (10 to 15 days process)

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This page allows you to send a reservation request for regular trips online. This action does not confirm the trips.

You can request a regular transportation for one-way trip or round-trip for a Montreal trip or a Metropolitan trip.

In the WHEN section, you must indicate:

1. The Requested day(s) is the day(s) for which you want a regular trip. Select the desired day(s) by checking the checkbox.
2. The Desired start date of your requested trip. Click on the arrow at the end of the line to select the desired start date. This date does not guarantee the beginning of your regular trips.
3. The End date (optional) of your regular trip. If you know the end date of your trip, you may indicate it.
4. The Period is the frequency of your trip. Click on the arrow at the end of the line to modify the frequency of your regular trips, either every week or every 2 weeks.
5. The TYPE of the trip :

a) For one-way trip only, click on the arrow at the end of the line to choose between a One-way trip based on the arrival time at your destination and One-way trip based on the departure time from your starting point.

Example 1: You want to go to the movie theater for the 3 p.m. show, a trip based on the arrival time would be a wise choice.

Example 2: After your baseball game, you will be ready to leave at 8 p.m. You would rather choose a trip based on the departure time.

 b)     For round-trip, you do not have to select the TYPE, “round-trip” is displayed by default.

6. The REQUESTED ARRIVAL TIME indicates that you have chosen a trip based on the arrival time at your destination. If you have selected a round-trip the requested arrival time is the time for which you want to arrive to your destination.

You must enter the desired time and minutes in this field using the 24-hour format [HH:MM].

Example 1: If you want to arrive at the doctor at 9 o’clock in the morning, you must enter "09:00".

Example 2: If you want to arrive at the cinema at 9 o'clock in the evening, you must enter "21:00".

Example 3: After a show at the Bell Center, if you want to arrive at your home at 45 past midnight, you must enter "00:45". The mention "J+1" will appear in red on the right next to the requested arrival time to indicate that the return will take place after midnight, the day after the requested day(s).

7. The REQUESTED DEPARTURE TIME indicates that you have chosen a trip based on the departure time from your starting point. If you have selected a round-trip the requested departure time is the time for which you want to leave to return to your starting point.

As for the requested arrival time, you must enter the desired time and minutes in this field using the 24-hour format [HH:MM].

In the WHERE section, you must indicate:

1.    The DEPARTURE ADDRESS by clicking on the arrow at the end of the line to select a TYPE OF ADDRESS in the list. Then choose the TYPE OF ADDRESS you want by selecting it. For example: HOTELS, PARCS…

2.    Then, CHOOSE AN ADDRESS by clicking on the arrow at the end of the line to obtain the list of available addresses. Then select the address you want by clicking on it. For example: FLEURY HOSPITAL.

3.    The DESTINATION ADDRESS by clicking on the arrow at the end of the line to select a TYPE OF ADDRESS in the list. Then choose the TYPE OF ADDRESS you want by selecting it. For example: HOTELS, PARCS…

4.    Then, CHOOSE AN ADDRESS by clicking on the arrow at the end of the line to obtain the list of available addresses. Then select the address you want by clicking on it. For example: FLEURY HOSPITAL.

Tips:

1. In the "TYPE OF ADDRESS" list, the "SEARCH ADDRESSES" choice allows you to search for a new civic address on the island of Montreal and on the ARTM’s territory for metropolitan trip where you want to travel for the very first time.

You must register a civic number and a street name to start the search. Then, select the desired address from the list of addresses found.

Warning: The street name must contain only the name of the street, do not enter the type of street such as "street", "boulevard", "avenue", "chemin", etc.

Tip: To make sure the chosen address matches the desired address, you can click on the "Google Maps" icon to view the address on the map.

Please note: Once a first booking has been made for this new address, it will end up in your "HISTORY ADDRESSES..." list for quick selection on subsequent bookings.

2. In the TYPE OF ADDRESS list, the HOME AND FAVORITES choice contains your home address and your preferred addresses.

3. In the TYPE OF ADDRESS list, the HISTORY ADDRESSES AND PREVIOUSLY USED ADDRESSES choices contain all your "from" and "to" addresses previously used.

If you wish to add new addresses to your preferred list, contact the Reservation center by telephone at 514 280-8211 option 1 or by email:  adresses.favorites@stm.info

In the MOBILITY AID section, you must choose the mobility aid you will use during your requested transportation by checking the checkbox.

In the TRAVEL COMPANION section:

The NUMBER OF COMPANIONS shows if you are authorized or not to be escorted during your transportation.

The NUMBER OF CHILDREN information is in accordance with the information contained in your Transport adapté client file.

For further information, please:

1.     Refer to The Transport adapté’s handbook for customers by clicking on the following link:  https://www.stm.info/en/paratransit/about-paratransit/transport-adaptes-handbook-customers

2.     Contact Customer service by calling 514 280-8211 option 4 or by email: transport.adapte@stm.info

In the section "COMMENT (OPTIONAL)", you can indicate any complementary information related to the regular trip request. It is your responsibility to specify if the reason of your trip is a hemodialysis

My Regular transportation schedule

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This section shows for each day, the list of your scheduled regular transportations.

The following information is given for each trip:

1. The Confirmed time at which you must be ready to board the vehicle. The vehicle will arrive within the next 30 minutes.

2. The Status indicates whether your trip is confirmed, cancelled, or suspended.

3. The Pick-up address is the pick-up point.

4. The Drop-off address is the drop-off point.

5. The Requested mobility aid you have chosen for this specify trip.

6. The number of Companion, children and parents you have requested and for which you are authorized according to your Transport adapté’s file.

7. The Requested time based on Departure from origin and/or on Arrival to destination.

8. The Effective date of your regular transportation and the end date (optional)

9. The Action you can make, whether permanently cancel the trip or temporarily interrupt the regular scheduled trip.

Permanently cancel a regular trip

To permanently cancel a regular scheduled trip, you must be informed of the following:

Warning:
If you permanently cancel a regular trip in the section MY REGULAR TRANSPORTATION SCHEDULE, you will cancel all other regular scheduled trips for that same day and time, for the remaining period.
For example: If you permanently cancel a regular trip for a scheduled pick-up at 8 a.m. for school on Thursday, all scheduled trips on Thursdays at 8 a.m. will be cancelled.

Results:

It will be impossible to restore any cancelled regular trip, even with a Customer Service agent. You'll have to reapply for a regular trip which is subject to a three-week waiting period prior to the establishment of a new schedule.

If you only wish to cancel one of your scheduled regular trips for a specific date, without cancelling all of your regular trips, cancel each one individually in the Trips Overview: My schedule for the next 7 days section or by telephone at 514 280-8211 option 2 or by email: transport.adapte@stm.info .

If however you still wish to permanently cancel ALL your regular trips, follow this procedure:

1. In the section My regular transportation schedule, click on the day of the trip you want to permanently cancel.
2. Then click on the Permanently cancel regular trips link located at the end of the line, right below the Action link.

3.    You will be redirected to a new page entitled Cancel trip confirmation.

4.    On the Cancel trip confirmation page, if you click on the "YES" button, you will permanently cancel that trip. You will then return to the homepage MY FOLDER.

5.    "Warning": You may then cancel permanently your return trip as well following the same steps.

6.    On the Cancel trip confirmation page, if you click on the "NO" button, your trip will not be cancelled. Exit the page, by clicking on the Back to my folder link. You will then return to the homepage MY FOLDER.

You wish to temporarily interrupt your regular trips:

You can interrupt a regular transportation schedule for up to 8 weeks. Any longer interruption will result in the schedule’s permanent cancellation.

1. Go to the "My Regular transportation schedule" section and click on the day on which you wish to interrupt a trip. All the trips for that day will appear on your screen.
2. At the end of the line, below "Action", click on "Temporarily interrupt".
3. The "Temporary interruption Request" page will open.
4. Enter a date for the "Temporary interruption beginning date" (first effective day).
5. Enter a date for the "Temporary interruption ending date" (last effective day) maximum of 8 consecutive weeks.
6. Click on "Submit"
7. A warning message will appear.
8. Confirm the temporary interruption by clicking on the "YES" button, you will temporary end your regular trip for that specified day during the selected period (maximum 8 consecutive weeks). You will then be redirected to the "MY FOLDER" homepage.
9. Do not forget to interrupt the return trip.
10. You must repeat the same operation for each day on which you wish to interrupt temporarily your regular trips.
11. You may consult your interruption period in this section under the confirmed time for that trip.

Request for trips in process

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This section shows for each day, the list of your requests for regular transportations that are still in process by Transport adapté as well as unprocessed occasional metropolitan trip requests.

The following information is given for each request for a regular trip:

1. The Status indicates that the request is still unconfirmed.
2. The Pick-up address is the pick-up point.
3. The Drop-off address is the drop-off point.
4. The Requested mobility aid you have chosen for this specific trip.
5. The number of Companion, children and parents you have requested and for which you are authorized according to your Transport adapté’s file.
6. The Requested time based on Departure from origin and/or on Arrival to destination.
7. The Action you can make, cancel the request for the regular trip.

To permanently cancel a request for a regular trip or an occasional metropolitan trip in process, you must:

1.    In the section "Request for trips in process", click on the day of the trip you want to cancel.

2.    Then click on the Cancel trip link at the end of the line, right below Action.

You will be redirected to a new page entitled Cancel trip confirmation.

On the Cancel trip confirmation page:

1.    If you click on the "YES" button, you will permanently cancel the request for that regular trip. You will then return to the homepage "MY FOLDER". You may then cancel permanently the request for your return trip as well following the same steps.

2.    If you click on the "NO" button, your request will not be cancelled. Exit the page, by clicking on the Back to my folder link. You will then return to the homepage MY FOLDER.

© STM 2004 - July 2018